Ukrabet Casino - Player’s account has been closed without explanation.

I deposited over 800 USDT in the casino on the 25th of July 2025, and after that, I placed a bet covering 13 numbers in roulette 1 from pragmatic play (live roulette). I place a bet of about $68 per number covering numbers 27 to 36 (internal bets). I did not place any outside bets. I just selected 13 numbers with the same amount. That was all the money I had.

Luckily, I won, and then proceeded to request for withdrawal, after 10 minutes my withdrawal was cancelled. I contacted the customer service and was told that there was a general maintenance in their casino and that was why my withdrawal was cancelled. So I kept contacting them for about two days, till today 27th July 2025, I reached out to them again and they told me that my account was closed and all my funds were removed, including deposit and winnings.

Why? They said I practised "Surebet", according to them, that I bet in such a way that I was guaranteed profit no matter what. I was so confused, because first of all, I have never bet in sports and secondly I only placed bets on 13 numbers in standard live roulette and won, so how did I practice surebetting. Also, the live roulette had no issues and the winning for each number was the usual 36:1. They even refused to tell me the game or bet that they were referring to

I have never bet in sports in their casino, only roulette 1 by pragmatic play, only. and I have only placed internal bets on single numbers. This time, I placed bets on 13 numbers.

They closed my account that was fully verified and just concluded that I practised surebet. I think they closed the wrong person's account, because I have always followed the rules. Please help me talk to them because they almost never reply via email and I even need to know what roulette bet I placed that they flagged as a sure bet.

Please help me out. Thank you very much

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Have you had any successful withdrawals at this casino?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

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Thank you for your patience, and stay safe.

Hello Katarina, I have sent you an email with all the screenshots of my conversations with the support team

I have been a member of the casino for about three weeks now. I registered early in July 2025, this month.

I have withdrawn at least twice, in one of them, I withdrew about $600

Hoping to hear from you soon.

Hello,

thank you for your message and emails.

Could you kindly confirm whether the email, as advised by casino support, has been sent to the email address provided in the live chat communication?

Do you have an access to your game history? Can you forward it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Hello Katarina, I already sent the email but I have sent it again with all the conversations I had with the support team concerning my account

Unfortunately, I am unable to access my game records, as my account is closed, but if the casino is able to provide the record to you, it would really be helpful. The don't respond to my emails. They have never responded

I did not break any rule and they have just refused to elaborate on what they think I did wrong or what rule I broke. I deserve a clear explanation from the casino, if not, it should be considered as fraudulent casino

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Venulin7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ukrabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Venulin7,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter